Dual-mode commercial messaging systems

ABSTRACT

Provided are, among other things, systems, methods and techniques for providing remote location-based customer service for in-store customers. One such system includes: (a) a central server; (b) wireless transceivers coupled to the central server at different locations within each of multiple different retail shopping sites; and (c) handheld wireless devices, carried by customers at such retail shopping sites and in wireless communication with such wireless transceivers. Each of the handheld wireless devices is configured with a user interface that allows a customer to designate a user-interface element to request a customer-service session. Upon designation of the user-interface element on one of such handheld wireless devices, the request is forwarded to the central server. The central server establishes a two-way real-time communication link between the handheld wireless device and a customer-service representative.

FIELD OF THE INVENTION

The present invention pertains, among other things, to systems, methodsand techniques for providing virtual or remote customer service, e.g.,based on a customer's location within a store or other retail salesenvironment.

BACKGROUND

Typically, conventional brick-and-mortar retail stores make availableon-site a number of sales associates to assist customers who might needhelp. These sales associates often are expected to be very familiar withthe store's products and are employed on the assumption that the advicethey provide will (1) add value to a customer's experience, therebyresulting in increased current sales, as well as an increased likelihoodthat customers will return to the store, and/or (2) help the customermake better-informed purchasing decisions, thereby resulting indecreased returns (i.e., decreased instances in which a purchasedproduct fails to meet the customer's needs and/or expectations) and,therefore, decreased costs for the store. If the additional sales and/orthe reduced costs from decreased returns sufficiently increase netrevenues beyond the costs of the sales associate's compensation, thestore can be more profitable. Having a knowledgeable sales associate canbe particularly important with respect to certain specialized products(e.g., hardware, household appliances, electronics, fashion, or itemspertaining to specific arts or skills).

Unfortunately, the present inventor has discovered several shortcomingswith the conventional approaches to providing in-store customer service.For example, many brick-and-mortar stores try to diversify the productsthey sell in an attempt to increase overall traffic and/or to takeadvantage of cross-selling opportunities. However, such increasingproduct diversity typically requires (1) increased training of salesassociates to handle a larger number of different products and/or (2)employing a larger number of specialized sales associates havingdifferent areas of expertise. Either approach can be very expensive forthe retailer. In addition, irrespective of the amount of trainingprovided, the depth of knowledge possessed by any individual salesassociate (or even all of them combined) often will be insufficient tocover all possible situations. Still further, the present inventor hasdiscovered that the conventional approach often results in a great dealof inefficiency because it can be difficult to anticipate how many salesassociates will be needed at any particular time, and this problem isexacerbated when an appropriate mix of sales associates with differentsubject-matter expertise needs to be scheduled for the entire time thatthe store is open for business. Understaffing (either overall or in someparticular subject-matter area, section or department) can result inlost sales, dissatisfied customers and subsequent increased returns,while overstaffing can result in excessive payroll expenditures.

SUMMARY OF THE INVENTION

The present invention addresses these problems, e.g., by providingsystems, methods and techniques in which customer service for a varietyof different retail sales sites, and even different portions ofdifferent retail sales sites, can be centralized, thereby providingsignificantly greater efficiencies. Specifically, such approaches oftencan provide for an improved overall customer experience (e.g., betterquality customer service and/or increased customer choice) while alsoreducing staffing costs and providing a retailer with other revenueopportunities.

Thus, one specific embodiment of the present invention is directed to asystem for providing remote location-based customer service for in-storecustomers, which includes: (a) a central server; (b) wirelesstransceivers coupled to the central server and disposed at differentlocations within each of multiple different retail shopping sites; and(c) handheld wireless devices, carried by customers at such retailshopping sites and in wireless communication with such wirelesstransceivers. Each of the handheld wireless devices is configured with auser interface that allows a customer to designate a user-interfaceelement to request a customer-service session. Upon designation of theuser-interface element on one of such handheld wireless devices, therequest is forwarded to the central server by the wireless transceiverwith which the handheld wireless device is communicating. Upon receiptof such a request, the central server establishes a two-way real-timecommunication link between the handheld wireless device and acustomer-service representative who has been selected based on an areacovered by, or an identifier for, such wireless transceiver.

The various embodiments of the present invention often can providebetter and less expensive customer service than is conventionallyavailable. At the same time, a system according to the present inventionoften can provide closer and more-direct interactions between, e.g., thevarious suppliers of products and services (e.g., manufacturers,wholesalers, distributors) and their ultimate customers, which canultimately result in improved products and services, as well as bettercommunications regarding them.

The foregoing summary is intended merely to provide a brief descriptionof certain aspects of the invention. A more complete understanding ofthe invention can be obtained by referring to the claims and thefollowing detailed description of the preferred embodiments inconnection with the accompanying figures.

BRIEF DESCRIPTION OF THE DRAWINGS

In the following disclosure, the invention is described with referenceto the attached drawings. However, it should be understood that thedrawings merely depict certain representative and/or exemplaryembodiments and features of the present invention and are not intendedto limit the scope of the invention in any manner. The following is abrief description of each of the attached drawings.

FIG. 1 is a block diagram of a system for providing on-demandcommunication links between individuals in one set (i.e., users) andindividuals in another set (e.g., advisors or customer-servicerepresentatives).

FIG. 2 illustrates a representative networked user of a system accordingto the present invention, with the individual user communicating withinthe system using his or her handheld wirelessly networked electronicdevice.

FIG. 3 is a top plan view of a retail space that uses overhead wirelesstransceivers.

FIG. 4 is a top plan view of a retail space that uses wirelesstransceivers disposed on (e.g., mounted to) shelves within the space.

FIG. 5 is a simplified block diagram of a central server according to arepresentative embodiment of the present invention.

FIG. 6 is an illustration of a composite user interface page forrequesting/initiating and then conducting real-time communicationsessions.

FIG. 7 is a block diagram illustrating how a system according to thepresent invention can be used to efficiently accommodate multipledifferent geographically dispersed sites.

FIG. 8 is a flow diagram illustrating a representative process performedby a central server for handling customer-service requests.

FIG. 9 is a flow diagram illustrating a representative top-level processfor handling a customer-service request.

FIG. 10 is an illustration of a user interface page for selecting aspecific product to be discussed during an interaction with acustomer-service representative, from a displayed list of potentialproducts within a user's vicinity.

FIG. 11 is an illustration of a user interface page that providesadditional detail regarding a selected specific product and allows theuser to confirm the selected product.

FIG. 12 is an illustration of a user interface page for selecting adesired type of assistance, from a displayed list of potential types.

DESCRIPTION OF THE PREFERRED EMBODIMENT(S)

The present application claims priority to U.S. Provisional PatentApplication Ser. No. 62/253,363, filed on Nov. 10, 2015. In addition,the present invention is related to U.S. patent application Ser. No.13/559,372 (filed Jul. 26, 2012, now U.S. Pat. No. 8,924,255), Ser. No.13/787,737 (filed Mar. 6, 2013, now abandoned) and Ser. No. 13/954,319(filed Jul. 30, 2013, now U.S. Pat. No. 9,270,627). All the foregoingapplications (sometimes collectively referred to herein as the “RelatedApplications”) are incorporated by reference herein as though set forthherein in full.

For ease of reference only, the present disclosure is divided intosections. Generally speaking, the subject matter of each section isindicated by that section's heading.

Real-Time Live Customer Service Links.

FIG. 1 is a block diagram of a system 5 for providing, among otherthings, on-demand communication links between each of a variety ofdifferent networked individuals 7 (e.g., 7A-C), e.g., users of aparticular type, on one hand, and individual advisors 8 (e.g., 8A&B), orother individuals within a second set, on the other, who preferably havedifferent subject-matter expertise among them. As discussed in greaterdetail below, system 5 can be used, e.g., for providing remote customerservice to customers of traditional physical (i.e., brick-and-mortar)retail shopping sites (e.g., individual stores, malls, other groups ofindividual stores, etc.). In this embodiment, the individual users 7 arecustomers and the individuals 8 have different areas of expertise withrespect to the products or services provided by such shopping sites.

Generally speaking, the following discussion focuses on such aretail-shopping-site embodiment and uses terminology appropriate to thatembodiment; however, no lack of generality is intended. Rather, in eachinstance, the embodiment-specific terms (e.g., “customer” on one hand or“customer-service representative” on the other) may be replaced with themore-generalized terms (e.g., “end-user” or “advisor”, respectively, or“individual” or “user” for someone within either category). Typically, a“retail shopping site”, as that term is used herein, refers to a singlestandalone enclosed retail store, but it can also encompass a retailshopping center or mall (including multiple separate and/or independentstores), an outdoor retail location (such as a swap meet), or any otherretail shopping/sales configuration that includes one or moreindependent retailers, and can even encompass an individual vendingmachine and/or any other type of device, system or location pursuant towhich products and/or services are provided (e.g., rental dispensingmachines, unattended automobile parking lots or structures, orunattended carwashes), typically in exchange for money. As indicatedelsewhere herein, a system 5 can be used in connection with anycommercial or non-commercial physical sites that provide any products,services, information and/or experiences.

Generally speaking, system 5 is configured for establishing on-demandreal-time two-way communications links 6 (such as links 6A&B) betweenvarious individual networked users (which are customers in the currentembodiment) 7 (such as networked customers 7A-C), on one hand, andindividual experts or advisors (which are customer-servicerepresentatives in the current embodiment) 8 (such as customer-servicerepresentatives 8A&B), on the other. For this purpose, system 5 includesa number of wireless transceivers 9 that are coupled to (or incommunication with) a central server 10. The wireless transceivers 9preferably are provided in various locations and, more preferably, aredispersed among geographically separate sites (which, again, typicallyare retail shopping/sales sites in the current embodiment), and eachsuch wireless transceiver 9 preferably is used for real-timebidirectional wireless communication with any networked users 7 that arewithin its wireless range.

Optionally, groups of the wireless transceivers 9 (such as some or allof the wireless transceivers, including wireless transceivers 9A-C,within a single retail sales site) may be coupled to a local server 12(e.g., server 12A in the current example) which, in turn, is coupled tothe central server 10. Alternatively, for any given site or for anytransceiver(s) 9, the local server 12 may be omitted, with theindividual wireless transceivers 9 communicating directly with centralserver 10 or communicating with it through intermediate routers and/orother networked devices. Use of a local server 12 typically is preferredbecause, e.g., it can provide centralized functionality forcommunicating with central server 10, for managing all of the wirelesstransceivers 9 within a given retail shopping site or any portion of it(e.g., classifying each such wireless transceiver 9 based on the typesof products located within the area that it covers and then uploadinginformation regarding such individual transceivers 9 and the siteoverall to the central server 10), and for monitoring (and maintaininginformation regarding) interactions between the networked users 7 andthe advisors 8, and therefore often can provide significantefficiencies. In either event, the individual wireless transceivers 9typically communicate with the central server 10 via the Internet and/oranother wide-area network (e.g., through a local area network, a localserver 12 and/or in conjunction with any other communication network(s)and/or system(s)).

Although: (1) only one or two networked customers 7 are shown in FIG. 1as being in communication with any given wireless transceiver 9, (2)only a few wireless transceivers 9 are shown as coupled to a singlelocal server 12A, and (3) only four local servers 12 and twocustomer-service representatives 8 are shown in FIG. 1 , this depictionis simply for ease of illustration. Ordinarily, there will be tens(e.g., at least 20), hundreds (e.g., at least 200) or thousands (e.g.,at least 2,000) of wireless transceivers 9 coupled to central server 10,with each being in wireless communication with any number of networkedusers 7 at any given time, and there may be more than 10-100customer-service representatives 8 available at any given time, ofteneach with his/her own area of expertise (e.g., in different kinds ofproducts and/or services). Similarly, where local servers 12 are used,each may have any number of wireless transceivers 9 coupled to them,such as at least 10-50 wireless transceivers 9 (e.g., covering an entireretail shopping site or any portion thereof, such as an entiredepartment within such a site).

As discussed in greater detail below, central server 10 preferablyestablishes a real-time two-way communication link 6A between a givennetworked customer (e.g., customer 7A) and an individualcustomer-service representative (e.g., customer-service representative8A), upon demand by such networked customer 7A, with thecustomer-service representative 8A having been selected based on thelocation of the networked customer 7A. In this regard, as shown in FIG.2 , each networked customer 7 typically comprises an individual user(e.g., customer) 15 interacting with and communicating through awirelessly networked handheld electronic device 17, such as a tabletcomputer or smartphone, running a communication application (or app)that provides a user interface 70 (e.g., including any of theuser-interface pages 70A-D shown in FIGS. 6 and 10-12 , respectively),communicates with central server 10 and with the electronic device(s) 14of a selected customer-service representative 8, and/or provides otherclient-side functionality within system 5.

As a result of system 5, individual person-to-person interactionsbetween customers 15 and customer-service representatives 8 can begreatly facilitated. For example, as compared to conventionalapproaches, customers 15 often will be able to more quickly and easilycontact a knowledgeable customer-service representative 8 and, at thesame time, avoid being approached by salespeople when they do not infact need or want assistance. System 5 also can benefit retail shoppingsites both by more efficiently providing customer service (providingon-demand service) and by avoiding impressions that their employees aretoo pushy.

Typically, upon receiving a request from a customer 15's wirelesselectronic device 17, central server 10 establishes a communication link6 (e.g., link 6A or 6B) between such device 17 and one or more networkedelectronic devices 14 used by an appropriate customer-servicerepresentative 8 (e.g., laptop computer 14A used by customer-servicerepresentative 8A or either or both of devices 14B, including a desktopcomputer and a landline telephone, used by customer-servicerepresentative 8B). In the preferred embodiments, central server 10establishes at least a two-way audio link 6 between the devices 14 and17, preferably using voice over Internet protocol (VOIP) across thewireless connection 18 between the networked user device 17 and thecorresponding wireless transceiver 9 and then across the Internet oranother wide-area network (either directly or by routing such link 6through a local server 12 and/or through central server 10).

Alternatively, or in addition, any other type of communication media,channel and/or methodology may be used. For instance, central server 10might simply provide a telephone number for the selectedcustomer-service representative 8 to the provided user app running onthe customer's device 17, which then automatically dials it to establishthe link 6 (i.e., with no further participation by server 10, server 12,transceiver 9 or any other component of system 5). In addition, orinstead, central server 10 may provide connection information (e.g.,Internet Protocol or IP addresses) to device(s) 14 and/or 17 forestablishing a link to exchange other kinds of digital information(e.g., as discussed in greater detail below). Generally speaking, anycommunication link 6 (or any portion of it) may be routed through any ofwireless transceiver 9, central server 10 and/or local server 12 (ifused), or instead may simply be initiated by such device(s) 9, 10 and/or12 with no subsequent participation by such device(s) (e.g., usingexisting telephone infrastructure and/or social-networking services).One benefit of routing such communications through central server 10, orat least having central server 10 monitor such communications, is thatthe communications can be centrally monitored and the resultinginformation used to improve future communications (e.g., bysupplementing or modifying the training provided to representatives 8)and/or to make better decisions about which customer-servicerepresentative 8 to select in a given situation.

The wireless connections 18 between the networked user 7 and thecorresponding wireless transceiver 9 can be implemented using any of avariety of different wireless technologies and/or protocols, such asmodulation of light (e.g., as described in detail in the RelatedApplications), which currently is preferred for the reasons set forth inthe Related Applications, Wi-Fi (e.g., using low power for short rangecommunication), Bluetooth, or a near-field communication (NFC) protocol.In certain embodiments, one or more of the wireless transceivers 9 hasthe ability to establish communications using any (or any combination)of a plurality of different technologies and/or protocols (such as anyof the foregoing), so as to accommodate the largest possible number ofuser devices 17 (having different capabilities) and/or situations (e.g.,when light-based communication is inhibited by physical barriers,switching to Bluetooth or some other technology and/or protocol).

Generally speaking, however, in the preferred embodiments suchconnections 18 are short-range, e.g., with an unobstructed effectivewireless range (i.e., when there are no significant physical obstaclesto the wireless connection) of not more than a distance of 50-100 feetand, more preferably, not more than a distance of 10-40 feet, and/orwith an effective wireless range that is confined to a single shoppingaisle (e.g., the entire aisle or a portion thereof) within the retailshopping site in which such transceivers 9 are located. Typically, eachsuch wireless transceiver 9 (or at least each of the majority of them)cover not more than 500-1,000 square feet and, more preferably, not morethan 100-500 square feet. Confinement to a single shopping aisle oftencan be readily accommodated by appropriately selecting thecommunications technology, e.g., using light-based transmissions (e.g.,as described in the Related Applications) or similar wavelengthradiation (e.g., infrared or ultraviolet), with the shelves that definea shopping aisle blocking the communications transmissions (e.g., light)from unduly extending into an adjacent aisle. Benefits of usingshort-range wireless communications often include: (1) reduced powerdemands on the user's device 17 and (2) the ability to more accuratelylocate the user (e.g., based solely on the location of the wirelesstransceiver(s) 9 with which the user's device 17 currently iscommunicating and/or is capable of communicating). However, as discussedbelow, in alternate embodiments identification of the location of theuser 15 is performed using other techniques and/or means, in which casea smaller number of transceivers 9 with greater range might be moreoptimal.

Also, in the present embodiment, transceivers 9 and local servers 12 areused to establish contact with the central server 10. Advantages of thisapproach include: (1) the avoidance of requiring the users 15 to consumecell data; (2) the ability to also use the transceivers 9 (particularlyif they are short-range) to identify the customer's location within theretail or other site; and (3) the ability for the managers or operatorsof the site (e.g., retail site) to capture and/or monitor thecommunications from the users 15 within the site (e.g., for use inimproving the customer experience). However, in alternate embodiments,both the transceivers 9 and the local servers 12 are omitted, and thenetworked users 7 contact central server 10 without the use of on-sitecommunications equipment, e.g., by communicating through a cellularconnection to the Internet, thereby avoiding the need for on-sitecommunications hardware.

FIG. 3 is a top plan view of a space 30 (in the present embodiment, aretail space) into which a plurality of wireless transceivers 9 havebeen installed. In this specific embodiment, the wireless transceivers 9include light sources (typically light-emitting diodes, or LEDs) fortransmitting messages and light sensors (e.g., photodiodes orphototransistors) for receiving them, e.g., as discussed in the RelatedApplications. However, as noted above, any other technologies and/orprotocols (e.g., those noted elsewhere herein), or combinations oftechnologies and/or protocols, instead may be used. For example,wireless transceivers 9 might transmit information to a particularnetworked user 7 using one technology (e.g., light modulation) andreceive information communicated from such networked user 7 (e.g.,either solely or primarily) using a different technology (e.g.,Bluetooth, NRC or Wi-Fi). Such an approach might be desirable, forexample, if it cannot be ensured that a light source (e.g., the lighttypically used as a camera flash) on the user's networked device 17 ispowerful enough and/or will be consistently pointed toward thelight-receiving sensor of the wireless transceiver 9, or if use of sucha light source is deemed too much of a drain on the battery for device17 and/or is inconvenient for any other reason(s).

In the current embodiment, each wireless transceiver 9 broadcasts andreceives digital messages, largely independently of each other,establishing wireless connections 18 with networked customers 7 as suchcustomers 7 move throughout the space 30. However, the wirelesstransceivers 9 preferably are coordinated with each other (e.g., by alocal server 12) in order to provide a desired overall user experience(e.g., including seamless handoffs as a networked customer 7 moves fromthe space covered by one wireless transceiver 9 to that covered byanother, such as by using conventional cellular-communications handofftechniques). In any event, as a user device 17 is moved about within thespace 30 covered by the wireless transceivers 9, it preferably iscapable of communicating with, and automatically establishes connectionsto, the transceiver(s) 9 having a coverage area 32 within which suchuser device 17 is located.

As shown in FIG. 3 , in some cases the wireless transceivers 9 aresufficiently far apart that their coverage areas 32 do not (or do notsignificantly) overlap. However, wireless transceivers 9A-D aresufficiently close to each other that there are areas of significantoverlap 34 (e.g., overlap areas 34A-C) between their adjacent coverageareas (e.g., coverage areas 32A-D, respectively). In these overlap areas34, multiplexing (e.g., time-division, frequency-division orcode-division), color separation when light-based communications areused, and/or other techniques can be used to distinguish thecommunications of one wireless transceiver 9 from the communications ofanother. Also, it often is possible to obtain more precise locationinformation for the networked customer 7 within these overlap areas 34by comparing signal strength and other communication parameters (e.g.,using GPS techniques, relative strengths of the signals, time offsetsand/or, using one or more directional antennas or other receivers,origination angle of a received signal) pertaining to the twocorresponding wireless transceivers 9.

In the present embodiment, each of the shelves 36 within the space 30functions as a barrier that limits the coverage areas 32 of thecorresponding wireless transceivers 9, which often will be the case,e.g., when the wireless links 18 are light-based and the shelves 36 aresufficiently high. For this purpose, the shelves 36 generally do notneed to completely block the signals, but instead just need tosufficiently attenuate them that the user device 17 is highly unlikelyto establish a wireless link 18 to a transceiver 9 in a different aisle.Also, it usually is sufficient if shelves 36 act as a sufficient barrierto just one of the two-way links (e.g., just communications from thetransceiver 9 to user device 17 or just communications from user device17 to transceiver 9), so that, for example, if one of such one-way linksis light-based, then the shelves 36 typically can function as a barrier.As noted above, this often is desirable because the shelves 36 typicallyseparate different store aisles which, in turn, often carry differentcategories of products (which may require different expertise).

Another way to distribute wireless transceivers 9 within the space 30 isshown in FIG. 4 . In this embodiment, the wireless transceivers 9 (e.g.,transceivers 9E&F) are attached to (or disposed on) the shelves 36. Incertain embodiments, the transceivers 9 are placed: (1) at differentheights, (2) at heights, such as 3-6 feet above the floor, that arelikely to be close to where a particular customer 15 is likely to holdhis or her user device 17, and/or (3) very low, such as 0-4 feet abovethe floor, so as to maximize the barrier effect of the shelves 36). As aresult of locating the transceivers 9 on the shelves 36, it often ispossible to obtain better spatial discrimination among the variouswireless transceivers 9 and/or even to discern the orientation of thenetworked customer 7 (e.g., whether such customer 7 is closer to and/orfacing toward wireless transceiver 9E or 9F), i.e., to obtain a betterindication of what specific group of products the customer 7 might beinterested in discussing (or otherwise obtaining more informationabout).

In this regard, in the currently preferred embodiments, wirelesstransceivers 9 for making available corresponding short-range wirelesslinks 18 to various networked customers 7 within a retail space 30 aredisposed throughout such space 30. Although space 30 is illustrated asbeing just a single floor, or even a portion of a floor, it insteadcould encompass multiple floors or other sections of an interior space,and/or it could encompass outdoor shopping areas.

The managers or administrators of the retail shopping site of whichspace 30 is a part preferably cause the wireless transceivers 9 to beplaced. In addition, such managers or administrators preferably alsoinitially provide (e.g., upload via a user interface running on ageneral-purpose computer connected to the site's local server 12) tocentral server 10, and then periodically update, information for eachsuch transceiver 9. Such information for a single transceiver 9 mightinclude, e.g.: (1) an identification code for such transceiver 9, (2) anidentification of the retail shopping site within which such transceiver9 is located (e.g., with a unique code for each such site), (3) theproducts available (e.g., by selecting from a set of predesignatedcategories and/or by providing SKUs or other identifiers for specificproducts) within the coverage areas 32 of such transceivers 9, and/or(4) any additional information regarding the site (e.g., layoutinformation indicating where products are located, inventoryinformation, etc.).

For the purpose of collecting and uploading such information, e.g., aportable wireless device (such as a wireless phone or tablet), loadedwith a special-purpose app may be used by an employee to scan barcodes(or read radio-frequency identification, or RFID, tags) of productswithin the retail space 30 and simultaneously identify the transceivers9 with which such portable wireless device is capable of communicatingat the time, thereafter uploading such information to central server 10.Beneficially, such a task can be performed at the same time thatphysical inventory of the contents of site 30 is being taken. That is,by incorporating such functionality into the inventory app, or usingseparate apps that communicate with each other, the foregoing processcan be accomplished without requiring any additional work by the store'semployees.

Referring to FIG. 5 , following transmission of such site-specificinformation, central server 10 receives such the information, throughits network interface 48, into its processor 50, which then stores suchinformation in a site database 52, which includes information about allof the sites server 10 handles, such as information uploaded inaccordance with the preceding paragraph. Separately, the administratorsof central server 10 preferably have created an advisor (orcustomer-service representative) database 54 which stores contact andavailability information for advisors 8, along with the productcategories (e.g., bathroom hardware, baby items or electronics), producttypes (e.g., faucets, cribs or MP3 players, respectively) and/orindividual products (e.g., identified by SKU numbers or other uniqueidentifiers) about which such advisors 8 are deemed qualified to provideadvice. For this purpose, a product database 55 preferably also ismaintained, listing products by their unique identifiers in associationwith the types and/or categories to which they belong. References tocategories herein can include any number of subcategories extending toany depth that is helpful. In certain embodiments, database 54 alsoindicates, for each such advisor 8, a rating level that has beenassigned to such advisor 8 for each such product, product type and/orproduct category (e.g., which has been assigned based on demonstratedknowledge of the subject product or category).

In certain embodiments, central server 10 continually transmits/updatesinformation from site database 52 to the devices 14 for the advisors 8to whom it pertains (e.g., maintaining synchronized information), sothat such devices 14 continuously maintain a current database of all theinformation that the corresponding customer-service representatives 8might need or want in connection with their customer-service sessions(e.g., pertaining to their area(s) of expertise). In other embodiments,when a new session is started, or when the representative 8 requestsparticular information, only the applicable information is transmittedat that time (i.e., on an as-needed basis).

With the foregoing infrastructure for system 5 in place, as a networkedcustomer 7 walks through a covered retail space 30 (e.g., as shown inFIG. 3 or 4 ), he or she preferably automatically connects to individualones of the wireless transceivers 9 (e.g., the one that currently isclosest or currently is providing the strongest signal) and then is ableto request a customer-service session through his or her networkeddevice 17. Such wireless connections preferably occur automatically whenthe networked device 17 is running the appropriate user app, e.g., in amanner similar to that used for connecting wireless telephones tocellular/wireless base stations.

In order to actually request customer service, the app preferably alsoprovides a user interface 70, e.g., including user interface pages 70A-Dshown in FIGS. 6 and 10-12 . In the present discussion, it is assumedthat networked device 17 has a touchscreen. However, no loss ofgenerality is intended, and similar or compatible user interfaces can beimplemented on other types of devices.

Referring to FIG. 6 , within user interface page 70A is an icon 71 thatindicates wireless signal strength (e.g., similar to the indicator ofsignal strength displayed on a wireless telephone in reference to thestrongest available cellular base station). In the present embodiment,if icon 71 shows even a single semicircle, then a connection 18 existsand the user 15 can request customer service by touching either ofbuttons 72 or 74. Specifically, in the current embodiment button 72 isfor requesting general customer service, i.e., not necessarily relatedto a product in the user's immediate vicinity, and button 74 is forrequesting customer service that is more specifically related to aproduct in the user's immediate vicinity. For example, an individualcustomer 15 might touch button 72 in order to ask where in the store aparticular product (or type of product) is located, and the customer 15might touch button 74 to ask about the features and/or limitations of aparticular product near the customer 15 which he or she currently isconsidering purchasing and, potentially, about alternate products thatmight be more suitable for his or her needs.

When either such button 72 or 74 is designated (e.g., touched), arequest is sent from device 17 to central server 10 through thetransceiver 9 and, potentially, through a local server 12, and then inresponse, central server 10 establishes a communication link 6 betweendevice 17 and the device(s) 14 of an appropriate customer-servicerepresentative 8 (e.g., as described in more detail below). At aminimum, such a link 6 preferably provides two-way real-time audiocommunications between the customer 15 and the customer-servicerepresentative 8, if possible and desired by the customer 15. Inaddition, user interface 70 preferably allows the two parties toexchange other types of information while the link 6 is active.

For this purpose, user interface page 70A includes a main display area75 which, in the current embodiment, is used for a variety of differentpurposes. For instance, upon initiation of the link 6, area 75 mightdisplay a real-time video or a still image of the customer-servicerepresentative 8 with whom the customer 15 is communicating. Later, thecustomer-service representative 8 might cause other information to bepresented to the customer 15 within area 75. Such information might be,e.g., text-based (e.g., an article reviewing a particular product or apotential alternative product), pre-recorded video (e.g., showing how aproduct is configured or used), live video (e.g., showing thecustomer-service representative 8 demonstrating a product), or a stillimage (e.g., showing any aspect of the product or some result of usingthe product). Once these individual files have been downloaded to thecustomer's device 17, in the current embodiment the customer 15 has theability to switch among them in order to view any of them at any giveninstant, using arrow buttons 77 and 78 to move backward and forward,respectively, with page indicator 79 denoting the window that currentlyis being viewed. Also, the customer 15 can choose to delete the filecorresponding to the currently displayed window using “delete” button80.

FIG. 6 illustrates how window 75 might appear after a video (e.g.,showing a review of a billiards table that the customer 15 isconsidering purchasing) has been downloaded to the customer's device 17and is ready to be played. Customer 15 simply designates (e.g., touches)the “play” button 81 in order to begin playing the video. Such a videocan be entirely fixed in terms of its content, or can be provided withhyperlinks, drill-down features, or any other type or degree of userinteractivity and/or control features. In certain embodiments, theplaying of the video is synchronized between user's device 17 and theservice representative 8's device 14, so that the customer 15 theservice representative 8 can continue to communicate with each otherabout the video as it plays.

Also, in the current embodiment, the customer 15, rather than (or inaddition to) conducting an audio session with a customer-servicerepresentative 8, might elect to conduct a text-based session (i.e.,sending text messages back and forth). In this case, one of the windowsdisplayed in area 75 (which can be reached using buttons 77 and 78)preferably presents the text-based chat between the two parties, withthe customer 15 having the ability to scroll up or down, e.g., to reviewprevious portions of the conversation, using scrolling bar 83.

In addition to receiving content from the customer-servicerepresentative 8, the customer 15 preferably also has the ability toupload content to the customer-service representative 8. For thispurpose, various user-interface elements are provided in the currentembodiment. As already noted, the customer 15 might type (or, usingspeech recognition, dictate) text messages to the customer-servicerepresentative 8 using a “chat” window in area 75. Also, in the currentembodiment user interface 70 includes a “camera” user-interface element85 and a “video” user-interface element 87.

In the current embodiment, touching (or otherwise designating) camerabutton 85 allows the customer 15 to take a photograph (e.g., usingdevice 17's native camera app) and then (e.g., after reviewing it withinarea 75) to touch “send” button 89 to transmit it to thecustomer-service representative 8. Alternatively, the customer 15 mightinstantiate recognition functionality within the app (e.g., where thecustomer 15 has photographed the barcode for a particular product), viewthe results (or information pertaining to the results, e.g., a retrieveddescription of the product and/or image of it) in area 75, and thentouch the “send” button 89 to transmit such results to thecustomer-service representative 8. It is also noted that suchfunctionality also (or instead) can be available to the customer 15through user interface 70 before initiating the customer-service request(i.e., touching button 72 or 74), with the photograph and/or recognitioninformation sent along with the request, so that the customer-servicerepresentative 8 is aware of the product the customer 15 would like todiscuss as soon as the customer-service session is begun. Also, orinstead, the foregoing recognition functionality can be implemented bythe advisor 8's device(s) 14, e.g., upon receiving an image from theuser 15's device 17.

Touching (or otherwise designating) video button 87 during acustomer-service session preferably by default immediately turns on acamera within the customer's device 17 (e.g., with the customer 15selecting which camera, if device 17 includes more than one) and beginslive streaming video from it to the customer-service representative 8.In certain embodiments when video button 87 is designated, the customer15 also (or instead) has the option of recording video, reviewing therecorded video (through area 75), and then submitting it to thecustomer-service representative 8 (e.g., by designating “send” button 89during a session or, if previously recorded, by requesting submission atthe initiation of the session).

In the preferred embodiments, the bidirectional communications cancontinue for as long as the customer 15 wishes and can include anynumber and any type of communications, involving different types ofmedia, e.g., as discussed elsewhere herein. As a result of makingavailable multiple different types of communications (e.g., audio,video, still image and/or text), it often is possible to replicate theexperience of having a customer-service representative present with thecustomer 15. When the customer 15 is finished with the session, he orshe can simply touch the “exit” button 92. Upon doing so, depending uponthe particular embodiment: (1) all of the information previouslydownloaded to the customer's device 17 automatically is deleted; (2) allsuch information is saved and archived for later review, if desired; or(3) all or different portions of such information is saved or deleted inaccordance with preferences previously set by the customer 15 throughuser interface 70.

In the preferred embodiments, user interface 70 changes to accommodatedifferent situations, with the depiction of page 70A in FIG. 6 actuallyshowing a composite of features that might only be present at differentpoints in time. For instance, buttons 72 and 74 might be present beforea customer-service session has been initiated, but then disappear whileone is in progress. Similarly, although FIG. 6 depicts a video ready tobe played in area 75, such a video ordinarily would not be present priorto initiating a customer-service session (unless, e.g., the customer 15has pre-recorded a video to be uploaded upon initiation of the session).Thus, it should be understood that a number of variations from theuser-interface depiction illustrated in FIG. 6 are possible.

The foregoing discussion generally is in reference to a single retailsite. However, much of the benefit of system 5 arises from the use ofsystem 5 across multiple different (typically geographically dispersed)retail sites. Such different retail sites can be owned or operated bythe same entity (e.g., a centrally owned store chain), can be partlycontrolled by a single entity (e.g., a franchise store chain), can beindependently owned (e.g., with the administrators of system 5essentially functioning as a customer-service outsourcer), or anycombination of the foregoing.

The concept of such a multi-site implementation is more clearlyillustrated in FIG. 7 . Here, three different retail shopping sites 110,120 and 130 are depicted graphically, although it should be understoodthat typically there will be many more, such as more than 10, 20, 50 or100 such sites being handled by a particular system 5. Each smallerblock (e.g., each of blocks 111, 112, 121, 122 and 131-133) within eachsuch site 110, 120 or 130 represents a region or an area covered by adifferent wireless transceiver 9 within that region. Although suchregions are shown as being arranged in a rectangular grid in a singlerectangular plane corresponding to the respective space 30, such arepresentation is just for ease of illustration, and in fact suchregions often (1) will have more irregular borders (sometimesoverlapping) and/or (2) will be on different floors or otherwiseseparated from each other in any other way.

Typically, different retail shopping sites have a number of differentsections or departments, each stocked with items that can be classifiedunder a single common category. Although different types of stores havedifferent emphases and, therefore, different mixes of such sections,often, the sections themselves are similar across different stores (atleast stores of the same overall type). For example, all or almost allsupermarkets have a fresh produce section, a beverage section, abaked-goods section, etc., while all or almost all superstores havesections such as small hardware items, school and office supplies,consumer electronics, books, greeting cards, small household appliances,men's clothing, women's clothing, toys, men's shoes, women's shoes, etc.Often, even these sections can be divided into even smaller sections.Such divisions of retail space can make it easier for consumers to findwhat they want. The preferred embodiments of the present inventionbenefit from such common divisions by assigning differentcustomer-service representatives to handle different sections, but witheach handling the same type of section across multiple different retailshopping sites.

For instance, sections 111, 121 and 131, although located in differentretail shopping sites 110, 120 and 130, respectively, are stocked withthe same or similar types of merchandise (e.g., computer peripherals).Similarly, sections 112, 122, 132 and 133, although located in differentretail shopping sites, are stocked with the same or similar types ofmerchandise (e.g., baby items), but significantly different kinds ofmerchandise than is located in sections 111, 121 and 131, requiringsignificantly different kinds of expertise. It is noted that, in thisexample, retail shopping site 130 has a large baby section, sufficientlylarge, in fact, that it needs to be covered by two wireless transceivers9, i.e., resulting in two sections 132 and 133 that are devoted to thesame types of items (baby items in this particular example). Althoughsuch sections 132 and 133 potentially could contain differentsubcategories and, therefore, be assigned (by central server 10) todifferent corresponding customer-service representatives 8, in thepresent example both are considered to have the same category of productand therefore would be assigned to at least some of the samecustomer-service representatives 8. More generally, two or more suchsections within a particular retail shopping site (usually adjacent toeach other) often can be classified together in this manner.

With the wireless transceivers 9 corresponding to the above-referencedsections having been previously identified to central server 10, alongwith the types of products (and/or specific products) disposed withinthe section or area covered by each such transceiver 9 (as discussedabove), central server 10 is able to appropriately routecustomer-service requests originating from such sections. For instance,central server 10 preferably: (1) routes all location-specificcustomer-service requests (e.g., made by touching button 74) thatoriginate from section 111, 121 or 131 to customer-servicerepresentative 8A (or someone else who has equivalent expertise incomputer peripherals), and (2) routes all location-specificcustomer-service requests originating from section 112, 122, 132 or 133to customer-service representative 8B (or someone else who hasequivalent expertise in baby items), in either case by establishing anappropriate communication link 6. By routing customer-service requeststhat appear to relate to similar product types, even though originatingfrom different retail sites, to individual(s) with the appropriateexpertise in this way, a single customer-service representative 8 oftencan be used much more efficiently (e.g., handling queries from a secondsite when a first site is slow), and customers often can be more likelyto reach someone quickly who has the appropriate knowledge to answertheir questions or otherwise provide them with helpful advice.

In the preferred embodiments, the customer-service representatives 8 areprovided (through their devices 14) not only with the types of itemsgenerally carried by the retail shopping site, and particular sectiontherein, from which the current customer-service request originated, butalso with detailed information regarding the items currently in stock,e.g., so that such representatives 8 can recommend alternate productsavailable at the same store that might be more suitable to thecustomer's wants or needs. Such information might be provided by theindividual retail shopping sites 110, 120 and 130 (through the centralserver 10) to such device(s) 14 as simply a list of items in inventoryand, potentially, the store's currently available quantity for eachitem, or may also include graphic or photographic images or otherinformation regarding the layout of that particular retail shoppingsite's shelves (e.g., within that particular section) so as to enablethe customer-service representative 8 to better direct the customer 15toward finding specific products. When actually directing a customer 15to the location of a particular product, the customer-servicerepresentative 8 can provide spoken directions and/or can download tothe customer's device 17 (1) a map to the desired destination and/or (2)turn-by-turn directions (spoken and/or text) to such destination.

On the other hand, if a particular customer 15 has requested generalassistance (e.g., by touching button 72), then central server 10preferably establishes a communications link 6 with a generalcustomer-service representative 8C. For this purpose, representative8C's device(s) 14 preferably is/are provided with information regardingthe entire retail shopping site at which the requesting customer 15 islocated, although such information often will be at a higher level ofgenerality, because any specific product questions that might ariseduring the resulting customer-service session preferably can besubsequently directed to a different representative 8 (e.g.,representative 8A) who has expertise with respect to that particularproduct (e.g., computer peripherals). Instead, as noted above,representative 8C mainly handles more-general questions about the retailshopping center from which the request originated, such as wherespecific items or types of items are located within the retail shoppingsite, what the site's hours of operations are, etc. Accordingly, uponinitiation of the customer-service session, the device(s) 14 used byrepresentative 8C might display, e.g., general information about thesite (such as store hours, etc.) along with a map (e.g., graphic withsection labels) showing the layout of the entire retail shopping site atwhich the requesting customer 15 is located, together with a userinterface for performing product (or product-category) queries, e.g.,with the results being displayed in textual form an/or as a visualmarker on the site layout map. To better assist the customer 15, thedevice 14 might also display an indication of where the customer 15currently is located within the site (e.g., by displaying an icon on thesite map showing the customer's location or at least the current sectionin which the customer 15 is located).

As indicated above, system 5 preferably is configured so that eachcustomer-service representative 8 can transfer a currentcustomer-service session to another representative 8 (e.g., in the eventit becomes apparent that someone with different expertise might be moreappropriate to handle the customer's current question). For example,after directing a customer 15 to where baby bottles are located,customer-service representative 8C might ask the customer 15 whether sheneeds further assistance with those products and, if so, click on abutton (within the user interface on his or her device 14) in order totransfer the customer 15 to an appropriate representative 8. Upon doingso, the corresponding application on device 14 sends a message tocentral server 10 requesting a transfer to someone with expertise withthose products which, in turn, determines that representative 8Bcurrently is available and effects a transfer of the communication link6 from representative 8C to representative 8B (e.g., a termination ofthe current link 6 and the initiation of a new link 6B). Then, afterassisting the customer 15, representative 8B might similarly request atransfer to someone with general knowledge of the retail shopping siteor to someone with expertise in a different product or product typeabout which the customer 15 has expressed interest. However, in certainembodiments the specialized customer-service representatives (e.g.,8A&B) also handle some or all general inquiries, in order to avoidhaving to make excessive transfers.

FIG. 8 illustrates a flow diagram of a representative process 160performed by central server 10 for handling customer-service requestsaccording to the preferred embodiments of the present invention.

Initially, in step 161, central server 10 determines whether acustomer-service request has been received (e.g., as indicated by anincoming request message from one of the user devices 17). If not, step161 continuously repeats until one has been received. At that point,processing proceeds to step 162.

In step 162, a determination is made as to whether the received requestis location-specific (e.g., whether button 74 has been touched). In thepreferred embodiments, the received request message itself (e.g., asgenerated by the customer 15's wireless device 17) includes thisinformation. If the request is in fact location-specific, thenprocessing proceeds to step 164. On the other hand, if the request isnot location-specific (e.g., button 72 had been touched), thenprocessing proceeds to step 165.

In step 164, central server 10 preferably first identifies anappropriate customer-service representative (or other expert) 8 (asdiscussed below) and then establishes a communications link 6 betweenthe requesting customer 15 and such expert (e.g., representative 8A or8B). In the present example, the selected expert 8 has expertise in theproduct types that are present within the customer's location (i.e., thesection or area covered by the wireless transceiver 9 through which therequest originated). For the purpose of identifying an appropriatecustomer-service representative 8, central server 10 preferably receives(in the request message) an identifier for such wireless transceiver 9and/or a location of such wireless transceiver 9 within the retailshopping site (e.g., appended to the customer's request by the wirelesstransceiver 9) and then uses that information to index into its sitedatabase 52 and advisor database 54 (e.g., based on one of the scoringmethodologies discussed below) in order to identify the appropriatecustomer-service representative 8.

Alternatively, in step 165 central server 10 preferably identifies andthen establishes a communications link 6 with a representative (e.g.,8C) who is able to provide general information regarding the overallsite from which the request originated (e.g., by referencing sitedatabase 52 and advisor database 54, based on a received identifier forsuch wireless transceiver 9 and/or for the retail shopping site that hadbeen appended to the customer's request by wireless transceiver 9).Typically, a general representative 8C will not need special trainingbecause all of the necessary information can be made available to him orher by his or her device(s) 14 (e.g., after receiving it from centralserver 10). However, in certain embodiments general representatives 8Chave expertise in particular sites, are rated on the expertise, and areassigned to customers 15 (by central server 10) based on such ratings.

After completion of step 164 or step 165, as applicable, processingreturns to step 161 to wait for another request to be received. As notedelsewhere herein, such a request may be initiated by another customer15, the same customer 15 or even a customer-service representative 8 whois essentially transferring an existing session (e.g., based on a changein the subject matter that the customer 15 wishes to discuss). When acustomer-service representative 8 requests such a transfer through hisor her device(s) 14, he or she preferably has the ability to specify aproduct, product type or product category to which the new inquirypertains, or else to specify that the new link 6 should be establishedbased on the now-current location of the customer 15 (e.g., based on thewireless transceiver 9 with which customer 15's device 17 currently iscommunicating).

In the preceding embodiment, a remote advisor (e.g., customer-servicerepresentative) 8 communicates with a user (e.g., customer) 15. For thepurposes of such communications, the advisor 8 preferably is provided(e.g., by central server 10) with information regarding the overall siteat which the customer 15 is located and/or particular products (e.g.,within the immediate vicinity of the customer 15) at that site. For morepersonalized communications, in certain embodiments central server 10also provides the advisor 8 with additional information pertaining tothe location of such site (such as current local events, weather,demographics, or the like) and/or information previously discoveredabout the specific customer 15 (e.g., regarding the customer 15'sinterests, occupation, education, home neighborhood demographics,income, gender, age, ethnicity, marital status, number of children, ifany, previous purchases, and/or types of stores frequented) which canthen be used to assist the advisor 8 in personalizing his or herconversation with the customer 15. Any or all of such information may beprovided in raw form or may be pre-processed (e.g., by central server10) to generate one of a relatively small number of characterizationsthat can be more quickly and easily understood by the advisor 8 and/orthat can be used to automatically provide, or manually retrieve, ascript or outline that can be used to guide the advisor 8's discussion.For example, central server 10 might process some or all of suchinformation and then, based on it, generate and provide to the advisor 8a characterization of the customer 15, e.g., as a likely single,twentysomething beach-city professional female (and/or provide a scriptbased on such a characterization that includes suggestions for theconversation), together with a brief description of the weather and/orone or more current events (e.g., based on interests of the customer 15alone or an intersection of interests of the customer 15 and the advisor8) occurring in the customer 15's geographic location (for possiblediscussion points for the advisor 8 to use during the conversation).

The preceding embodiment contemplates the use of specialized advisors 8(e.g., customer-service representatives) having different areas ofexpertise. In order to properly match such advisors 8 to the incomingcustomer-service requests (e.g., in step 164), several databasespreferably are maintained by central server 10, such as site database 52and advisor database 54 (discussed above). As above, the management ofthe individual retail shopping sites preferably causes information abouttheir specific sites to be uploaded to server 10, resulting in thecreation of site database 52. Advisor database 54, on the other hand,preferably is created by the administrators of server 10) who typicallyare the creators and/or administrators of system 5).

For this purpose, such system administrators preferably qualify theindividual advisors 8 by testing them, and then rating them based on theresults, on: individual products, product types, and/or productcategories (which can include subcategories and/or can be subcategoriesof a larger category). For example, such ratings might be made on ascale of 0 (e.g., meaning no verified knowledge whatsoever) to 10 (e.g.,meaning the maximum desired level of knowledge and/or competence). Oncesuch individual ratings have been obtained, central server 10 preferablycombines them into scores for individual ones of the regions or areascovered by the different wireless transceivers 9 within the differentshopping sites, based on the products, product types and/or productcategories within such regions or areas.

Such scores preferably are calculated for an individual advisor 8 foreach product-type region or area (e.g., 111 or 112), as a combination ofthe ratings received by such advisor 8 for the products, product typesand/or product categories within such region or area. For example, andadvisor 8's score for a particular product-type region might bedetermined as a weighted average of the advisor's ratings with respectto all the products, product types and/or product categories within suchregion, as indicated by site database 52 (e.g., with product-type andcategory ratings given weightings that reflect the number of productsthey encompass and/or the number of products within such region or areathat they encompass). In addition, or instead, such scores canincorporate other weightings, such as weighting low scores more heavily(e.g., to account for the increased likelihood that a badcustomer-service experience might result if the incoming questionhappens to concern that particular product, product type or productcategory).

Alternatively, e.g., for situations in which product-type regions orareas are common across multiple different retail shopping sites (suchas might be the case for a chain of stores that use a uniform storeconfiguration), advisors can be tested for and then given a single scorebased on their knowledge of the products within each such region type.Similarly, advisors (e.g., 8C) can be given site-specific scores whichquantify their ability to handle general questions originating from aparticular site (which then are used to determine their level ofappropriateness when establishing connections in step 165).

The linking of individual transceivers 9 to individual advisors orcustomer-service representatives 8 preferably is performed using ahierarchical categorization of products (e.g., within product database55). Ideally, in order to be capable of being assigned to the regioncovered by a particular transceiver 9, a particular customer-servicerepresentative 8 would have to have been assigned at least a minimumcompetency rating for all products within the coverage area 32 of thattransceiver 9. In practice, depending upon how individual retail sitesdistribute their products, it might not be possible or practical toachieve this goal (at least at all times). Accordingly, server 10preferably assigns a score to each customer-service representative 8 inreference to each applicable wireless transceiver 9 and then uses suchscores for ongoing information transfers (as described above, e.g.,limiting the transfer of information to the customer-servicerepresentatives 8 who have achieved at least a minimum score withrespect to the applicable subject matter), as well as for selecting aparticular representative 8 for a particular session request (asdiscussed above in connection with steps 164 and 165). Such scores canbe calculated in a variety of ways, such as: (1) calculating themathematical mean or median of the ratings assigned to therepresentative 8 for each product in the transceiver 9's coverage area32 (e.g., with no rating counted as a 0 and with a highest ratingcounted as a 10); (2) first modifying such ratings using a desirednonlinear function and then calculating a mathematical mean or median ofthe modified ratings (e.g., to impose a higher cost on ratingsidentified as “low” which might leave the customer unsatisfied); or (3)using any other nonlinear function of such ratings (e.g., again, toimpose a higher cost on “low” ratings which might leave the customerunsatisfied). One example of the third approach is to simply determinethe percentage of the applicable ratings which are below a specifiedlevel (which might be referred to as the minimum competency level).

When actually performing step 164 or 165, in certain embodiments centralserver 10 establishes a communications link 6 between the requestingcustomer 15 and the currently available advisor who has the highestapplicable score (e.g., for the customer's region in step 164 or for thecustomer's site in step 165). In alternate embodiments, such scores areused in conjunction with other information (e.g., age, gender, language,geographic location, etc.) for the purpose of identifying the particularadvisor 8 with whom to link the requesting customer 15. That is, thealgorithm employed by central server 10 may take into account otherpreferences of the customers 15 and/or other factors that mightcontribute to a positive interaction experience beyond just knowledge ofparticular items and/or sites.

As noted above, a system (such as system 5) according to the presentinvention (1) may be implemented in-house by the management of a chainstore or (2) may be implemented by a third party that provides servicesto independent stores and/or to (typically smaller) chains thatessentially want to outsource some or all of their customer service. Inthe latter case, a variety of pricing, payment for compensationmechanisms may be used by the system 5. For instance, system 5 mightcharge a retailer a flat monthly fee (e.g., based on the number oflocations, the size of each such location, expected customer trafficand/or actual previously measured customer traffic). Alternatively, thesystem 5 might charge based on actual usage of its services (e.g., thenumber, type and/or duration of customer-service sessions during thepreceding month). However, in many preferred embodiments, system 5receives (as part or all of its compensation) a portion (e.g., a fixedpercentage) of the gross revenue and/or profits resulting from sales inwhich it participated, preferably, less a portion (often a differentand/or higher percentage) of any returns from such sales. As a result ofsuch a compensation arrangement, the interests of the individualretailers and system 5 (functioning as an outside service provider) willbe more closely aligned, i.e., increased sales and/or decreased returns.On the other hand, fee arrangements that do not provide such incentivesmight be seen as more objective and, therefore, more preferable to thecustomers 15.

FURTHER EMBODIMENTS

The foregoing discussion concerns one particular example within which asystem 5 may be used—for customer service in connection with retailshopping. However, it should be readily apparent that system 5 can alsobe used in a wide variety of other environments. For instance, a similaror identical implementation can be used to provide person-to-personinteractions for communicating information in: restaurants (e.g., wherecustomers have questions about particular items on the menu), libraries,museums (e.g., in which an area or a region 32 covered by an individualwireless transceiver 9 encompasses exhibits according to a common theme,so that docents with specialized knowledge can provide information topeople at geographically dispersed museums), other tourist attractions,or any other locations (e.g., commercial, educational or recreational)where it is desirable to make available people having specializedknowledge.

More generally, a system (such as system 5) according to the presentinvention can be used in any context in which different individualssometimes would like access to expertise. Other examples includemanufacturing, warehouse operations, other employment environments andmilitary environments. In each case, using a system according to thepresent invention, an individual (e.g., a worker, professional orsoldier), in the course of performing his or her duties, can have quickaccess to experts to answer questions that arise. Sometimes, as in theretail embodiment, location of the individual will be a key factor, andwithin an indoor or relatively limited space, location can bedetermined, e.g., in any of the ways described above. Otherwise,location can be determined using a Global Positioning System (GPS)receiver on the device 17 of the particular individual 15 and thentransmitted to the central server 10 for use in identifying anappropriate expert 8 (e.g., in conjunction with other information, suchas known locations of other people or things). In other situations,other contextual information that is likely to be relevant to the query(e.g., depending upon the embodiment, weather conditions, video and/oraudio from the device 17's camera or microphone, etc.) can beautomatically gathered by the device 17 and/or directly input by theuser 15 and then transmitted to central server 10 to be used inidentifying the appropriate expert 8.

In the foregoing embodiment, a user 15 is presumed to be within the area32 covered by the wireless transceiver 9 with which his or her wirelessdevice 17 is communicating at that particular time. That is, in theforegoing embodiment the wireless transceivers 9 are used both forcommunications and for roughly identifying the user's location. Inalternate embodiments, the wireless transceivers 9 are used (if at all)only (or mainly) for communications, and a different technology is usedfor identifying the user's location (either alone or in combination withthe foregoing methodology using wireless transceivers 9). Such otherlocation-identifying technologies can include, e.g., satellite-basedGPS, indoor GPS, visual recognition of input from the user 15's device17's camera, either with or without special-purpose markings within thecovered space 30 which can be detected and used to establish the user15's location, and/or scanning RFID tags within the vicinity andcomparing the results to information for product layout within theparticular site. Also, when RFID scanning (or equivalent technology,such as visual identification of nearby products using opticalrecognition techniques) is used, it often will be unnecessary toactually determine a location. Instead, the list of identified items(e.g., store products) can be used directly by server 10 in order toidentify an expert, advisor or service representative to assist thecustomer 15.

Also, in the preceding embodiment, the central server 10 establishescommunication links 6 between individual users 15 and advisors 8. Incertain embodiments of the invention, however, instead of (or inaddition to) such communication links 6, central server 10, localserver(s) 12 and/or other components of a system 5 according to thepresent invention provide automated assistance to the users 15 throughtheir devices 17. Such automated assistance might include, e.g.: (1)additional information (e.g., text, photograph(s) and/or video(s))downloaded to the user device 17 when the user device captures anduploads information identifying a particular product (e.g., the productbarcode or an image of the product itself), with the central server 10or other device within system 5 pre-storing such information inassociation with the different products or retrieving such informationpursuant to a Web search (e.g., text-based or image-based); (2) anautomated interactive link, pursuant to which the customer 15 can submitquestions (e.g., in text or audio form) to which the correspondingdevice (e.g., central server 10) searches for, retrieves and presentsrelevant information (e.g., in the form of text, photograph(s), video(s)and/or a synthesized verbal response); and/or (3) a virtual realitypresentation (e.g., in which a camera on the user device 17 or on aseparate or attached virtual-reality headset uploads video) and thecorresponding device (e.g., central server 10) in system 5 supplementssuch video with relevant information corresponding to what the camera islooking at and downloads it back to device 17 or such headset in realtime).

In the case of a virtual-reality-based system (as mentioned in thepreceding paragraph), various existing technologies, such as imagerecognition, barcode readers and/or optical character recognition (OCR)can be used to interpret information captured by the user's camera(e.g., on the user's device 17 or on the user's virtual-realityheadset). Such interpreted information can then be used (e.g., bycentral server 10, in conjunction with the identified location of theuser within a particular site, together with stored informationregarding that location) to obtain a clear understanding of what suchcamera is displaying. Then, central server 10 preferably supplementssuch image with additional information (e.g., text, images, hyperlinksand/or voice-over audio), either stored locally by server 10 orretrieved on-the-fly by server 10 over the Internet.

Rather than connecting a requesting user 15 to a live advisor 8, incertain embodiments of the invention central server 10 also (or instead)functions as, or connects users 15 to a different server which functionsas, an expert (artificially intelligent) system for providinginformation regarding products and/or product categories. That is, insuch an embodiment, the individual users 15 have access (through theirdevices 17) to a virtual helper that can provide information and/orconnect the user 15 to a live expert advisor 8, to an appropriatecommunity of other users 15, or to any of the other resources mentionedherein, at the request of the user 15.

In the foregoing embodiments, a user 15 communicates through the system5 using a handheld wirelessly networked device 17. However, it should beunderstood that other types of devices may be used by a customer 15 forcommunicating within system 5, and any references herein to devices 17should also be understood as referring to such other types of devices.For instance, a store (or other type of site) might decide to installnetworked communication devices (either hardwired or wireless) atvarious fixed locations throughout the site (e.g., for users who do nothave mobile devices 17, have not yet downloaded the app, or otherwise donot wish to use their own devices for this purpose). Such site-specificcommunication devices can incorporate the functionality of both thecustomers' mobile devices 17 and the wireless transceivers 9.

In addition, or instead, in certain embodiments a site providessite-specific mobile (e.g., robotic) communication devices that areavailable to its users (e.g., customers). For example, a variety ofdifferent virtual presence robotic devices (typically employing amotorized base and a tablet computer for a user interface, such asMantaroBot TeleMe™ TelePresence Robot or Double Robotics' DoubleTelepresence Robot™) currently are available and can be used for thispurpose. In the preferred embodiments, such robotic devices are provided(e.g., supplemented, in the case of certain existing robots) with avariety of sensors (e.g., camera, infrared, laser) and navigationprogramming for automatically navigating through the desired space(e.g., the entire retail shopping site). In certain preferredembodiments, such robotic devices are configured to automatically moveinto the vicinity of individual customers, remain there for a period oftime, wait for shoppers to request assistance, and then (if no requestshave been made) move into the vicinity of other (different) individualsand repeat the process. Even more preferably, such robotic devices (1)communicate with each other and/or (2) are configured to cover differentdefined spaces within the overall site, in order to keep them adequatelydispersed throughout the entire shopping site, but still near customerswho might need them. Such robotic devices can incorporate thefunctionality of the customers' mobile devices 17 and/or even some ofthe functionality provided by central server 10 (e.g., for providingfully automated assistance, by storing the relevant informationinternally).

More generally, a system 5 according to certain embodiments of thepresent invention often can accommodate (and in fact utilizes) multipledifferent types of user (e.g., customer) 15 interactions. One exampleillustrating how such an interaction can be flexibly handled by a system5 is process 180 illustrated in FIG. 9 .

Initially, in step 181 a user interaction is initiated. In keeping withthe preceding example, the following discussion assumes that the user 15is a customer seeking assistance in connection with a shoppingexperience. However, no loss of generality is intended.

Immediately, in step 182, automated assistance is provided to the user15. Such automated-assistance functionality can be provided by a localdevice (e.g., handheld wirelessly networked device 17 or a site-specificdevice, such as a fixed or mobile device, as described above) and/or bythe central server 10. Examples of the types of automated assistancethat can be provided in this step 182 are discussed above and,therefore, not repeated here. Advantages of using automated serviceinclude: a reduction in labor costs and an ability to provide immediateservice, even if live representatives cannot be immediately identifiedand/or contacted. In many cases, questions can be handled in this step182. However, if it becomes apparent to the device(s) handling therequest (e.g., based on a pre-specified criterion) that resolution ofthe request is not possible, or is not possible within a specifiedacceptable timeframe, then processing proceeds to step 184.

In step 184, central server 10 establishes a link 6 between the customer15 and a human representative 8, e.g., as discussed in significantdetail above. In the preferred embodiments, the representative 8 alsohas access to the automated assistance resources referenced inconnection with the discussion of step 181 above (e.g., together with adescription of the automated assistance that has been provided so far),so the present step 182 can be seen as being cumulative to step 181.Although the discussion above mainly focuses on a link 6 between thesetwo individuals, in the current embodiments that paradigm is just thestarting point of this step 184. In some circumstances, it might becomeapparent to the representative 8 that additional assistance is needed,in which case the representative 8 might cause one or more additionalindividuals (e.g., with additional expertise) to be brought into thecommunication link 6. For example, a three-way communication link 6might at that point be established, with the third person being anotheradvisor 8 who has more expertise in relation to a particular questionthat has been posed, a local in-store person, a representative of themanufacturer of a subject product, the current representative 8'ssupervisor, etc. Alternatively, or in addition, in the event that thelink 6 has been established using a robotic device at the customer 15'sside (e.g., as discussed above), the representative 8 might instruct therobotic device to perform some task(s) locally (such as guiding thecustomer 15 to a different location in the store and/or retrieving oneor more items off of a shelf for the customer). If the foregoing toolsstill are not sufficient to appropriately address the customer 15'sneeds, then the representative 8 preferably has the ability to transfercontrol of the session to an individual at the same site as customer 15(e.g., by notifying someone at such site that the customer 15 needsassistance and providing that individual with the customer's locationwithin the site), thereby advancing processing to step 185.

In step 185, an in-store (or otherwise on-site) individual beginsinteracting with the customer 15. In the preferred embodiments, such anindividual uses a networked device (e.g., a wireless handheld device)that enables him or her to remain in contact with the representative 8and thereby maintain access to all of the resources discussedpreviously. In other words, this step 185 preferably can be seen asadditionally cumulative to step 184 (discussed above). Step 185 can bebeneficial when local tasks need to be performed (e.g., that are notcapable of being performed by a robotic device on-site, or where no suchrobotic devices exist) and/or when local personnel have access toinformation that has not yet been provided to central server 10.However, when it is determined that such information exists, itpreferably is provided to central server 10 (e.g., by such on-siteindividual or by the representative 8) for use in future customerinteractions. That is, in the preferred embodiments the knowledgeavailable within system 5 (e.g., stored by central server 10) increasesover time as new customer interactions occur, meaning that more and moreinteractions can be handled in step 182 or 184.

At any point in the process 180 after the customer 15's needs have beenaddressed, processing returns to step 181 to begin a new session with adifferent customer 15. Of course, instantiation of process 180 can beseen as just one thread. Typically, central server 10 (or, moregenerally, system 5) will be capable of handling many (e.g., hundreds orthousands of) customer-service requests simultaneously.

Also, in addition to providing information, in the context of acommercial operation, system 5 preferably can be used to complete salestransactions. For example, at any of steps 182, 184 or 185, if acustomer 15 decides to purchase a particular product, that transaction(potentially along with the purchase of any other products that thecustomer 15 wishes to purchase) is completed, e.g., with the applicabledevice accepting electronic payment from the customer 15 and then, e.g.,if a site-specific device, printing a physical receipt and/or with anelectronic receipt being downloaded to the customer 15's wirelesslynetworked device 17.

In certain embodiments discussed above, the user's device 17 isconfigured to scan for and detect RFID tags within its vicinity. Asnoted previously, the list of identified products can be used to assistserver 10 in selecting an appropriate customer service representative(or advisor) 8. In certain embodiments, e.g., where specificity isdesired, the user interface 70 of device 17 displays a list of the itemsidentified, e.g., as shown by user interface page 70B in FIG. 10 (e.g.,after transmitting the retrieved codes to the local server 12 or thecentral server 10, which then returns corresponding short product namesand/or descriptors), and allows the user 15 to select (or designate) theone 201 about which he or she would like additional information. Upondoing so, the user interface 70 preferably displays a more detaileddescription of the product (e.g., also downloaded from local server 12or central server 10 in response to the message from user device 17 thatincludes the selection), as well as one or more photographs 202 of it,e.g., as user interface page 70C shown in FIG. 11 . If this is not infact the product that the user 15 intended, then the user 15 designatesthe “Back” button 203 and, in response, the user interface 70 returns tothe list shown in FIG. 10 . On the other hand, if it is the correctproduct, then the user 15 designates the “Confirm” button 204 and, inresponse, the device 17 preferably communicates the product confirmationto the central server 10. Because central server 10 now has a specificproduct identifier, a customer service representative 8 having specificexpertise in that product can be selected (e.g., in any of the waysdescribed herein).

The preceding embodiments mainly concern an approach in which the user(e.g., customer) 15 is matched up with a customer support representative8 who has been selected solely by the central server 10 according to apredefined matching process. However, system 5 also can be configured toallow the individual user 15 to choose what type of assistance and/orother type of information he or she would like to receive. For instance,upon designating the “Confirm” button 204, in one of such embodiments,the user interface 70 displays a user interface page 70D (shown in FIG.12 ) that includes a list of assistance options 211-215 from which theuser 15 can select. That is, upon selecting one of the interfaceelements 211-215, e.g., a corresponding message is sent by the user'sdevice 17 to the central server 10, which then connects the user 15 to acorresponding different type of resource.

For instance, designating interface element 211 causes the app runningon the user's device 17 to transmit a message to the central server 10requesting an interactive session with a representative of the site(e.g., store) at which the user 15 is located. In response, centralserver 10 identifies an appropriate site representative, e.g., in thesame manner as discussed above, but limited to someone who is directlyemployed by, or otherwise under the control of, the entity that owns,controls or franchises out such site.

Designating interface element 212 causes the app running on the user'sdevice 17 to transmit a message to the central server 10 requesting aninteractive session with a representative of the manufacturer of theproduct previously selected by the user 15 (e.g., by selecting the“Confirm” user-interface element 204). In response, central server 10identifies an appropriate manufacturer representative, e.g., in the samemanner as discussed above, but limited to someone who is directlyemployed by, or otherwise under the control of, the manufacturer of suchproduct.

Designating interface element 213 causes the app running on the user'sdevice 17 to transmit a message to the central server 10 requesting aninteractive session with a consumer advisor (e.g., an expert who is notaffiliated with the site, the particular product identified by the user15 or any similar product, but instead holds himself or herself out asbeing unbiased, such as a person or entity that evaluates, compares andreports on products). In response, central server 10 identifies anappropriate advisor, e.g., in the same manner as discussed above, butlimited to this type of neutral advisor. In the present embodiment, thecentral server 10 selects from all the available neutral advisors in anattempt to identify the best fit. However, in alternate embodiments,multiple such consumer advisor user interface elements 213 are providedthrough user interface 70, e.g., each associated with a differentevaluation entity (such as a magazine devoted to a particular categoryof products that also does product reviews or a consumer advocacyorganization that reviews products). In such embodiments, the individualuser interface elements 213 selected (e.g., by central server 10) to bedisplayed on user interface 70 at any given time are the ones mostlikely to be relevant based on the product or product category selectionmade by the user 15 (e.g., by comparing such user selection toproduct-review information previously submitted by each potentialorganization): then, the central server 10 preferably selects anindividual within the organization designated by the user 15 in the samemanner discussed above (e.g., selecting an individual within theorganization having the most expertise pertaining to the identifiedproduct and/or the type of information being sought about that product).

The preceding examples of assistance options (i.e., options 211-213) aresimilar to the first embodiment discussed above, in which the centralserver 10 initiates an interactive session between the user 15 and anexpert advisor 8, except that in the preceding examples, the user 15 hassome discretion as to the type of advisor 8 with which he or she willcommunicate. For example, a manufacturer's representative might bedesirable in cases where the user 15 wants to know very specificinformation about the product, while a consumer advisor might bepreferable for unbiased information about whether that particularproduct is appropriate to the needs of the user 15 and/or whetheranother competing product would better suit the user 15's needs.

User-interface element 214 allows the user 15 to obtain a different typeof input regarding the product. Upon selecting it, the central server 10puts the user 15 in touch with one or more (e.g., all) members of acommunity of other individuals (not necessarily experts), such as otherpeople who are considering purchasing, or who have already purchased,the same product or a competing product. In one implementation of thisfeature, the central server 10 stores predefined lists of productcategories (e.g., in a hierarchical arrangement), together with a listof products in each category (or each bottom-level category). Then, uponreceiving a request in response to the designation of user-interfaceelement 214, central server 10 identifies the lowest-level categoryhaving a sufficient number of user(s) 15 (e.g., meeting or exceeding aspecified threshold) currently involved in (or otherwise seeking) aconversation and then includes the present user 15 in that conversation.In some embodiments, central server 10 also (or instead) contacts otherpre-identified individual(s) who are believed to have knowledge aboutthe product category (e.g., registered individuals who have previouslypurchased that identical product or a competing product within the sameidentified category), contacts them to see if they are available for acommunication session, and then includes them within such a session ifthey agree to it. In any event, once such a session is initiated, userinterface 70 preferably displays a list of participants and allows theuser 15 to disengage from communicating with individual participants(such as by designating a “Disconnect” user-interface element next totheir identifiers), e.g., if the user 15 determines that they do notappear to be helpful in the user 15's decision-making process. Also, aspeople are “dropped” in this manner, the user 15 preferably can selectanother user interface element on user interface 70 for requestingadditional participants. Upon designation of that user-interfaceelement, the user's device 17 generates and sends a request message, andupon receipt, central server 10 attempts to contact any additionalindividuals were believed to have knowledge about the subject productcategory, e.g., in the manner described above. In this way, the user 15can communicate with different individuals, having differentexperiences. Also, although only a single user interface element 214 isshown in FIG. 12 and discussed above, in alternate embodiments multiplesuch user interface elements 214 are provided, with each accessing adifferent community of users.

Finally, upon designation of user-interface element 215, the user'sdevice 17 automatically generates and sends a request message regardingthe identified product to a search engine (either without further inputby the user 15 or after allowing the user 15 to provide additionaldetails about the type of information that is being sought), preferablyhosted by central server 10. In response, central server 10 retrievesand returns corresponding information regarding the product (e.g.,articles, blogs and/or pre-stored product data, such as user manuals,specifications, infomercials, and potentially with the apparentlyrelevant portions highlighted) and, in some cases (e.g., if requested bythe user 15), similar information regarding competing products. That is,unlike most of the previous options which result in an interactivesession (with one or more individuals or with an automated system), thepresent option provides information to the user 15 more in the manner ofa conventional Web search (e.g., with links to other pages embedded inthe information returned). However, in the preferred embodiments (inwhich the search engine is run by central server 10), the search resultscan be made more relevant to the user's current experience (e.g.,providing information mainly about products carried by the site at whichthe user 15 currently is located or otherwise available through thatsite, as discussed in greater detail below). Once again, although only asingle user interface element 215 is illustrated in FIG. 12 , inalternate embodiments multiple such user-interface elements 215 areprovided and the user 15 has a choice of different search engines touse.

In the foregoing discussion, the user 15 identifies a particular productafter being presented with a list of products within his or her thevicinity that was generated from an RFID scan. In alternate embodiments,the user interface 70 allows the user 15 to identify a particularproduct in any of a variety of different ways, such as by using his orher device 17 to photograph and then recognize the barcode on a productor by using such device 17 to photograph the product or its packagingand then identify the product using available image recognitiontechniques. In the latter case, because the site's inventory is known inadvance, recognition can be made more accurate by comparing the imageinformation to a more limited database of potential matches.

As will be readily appreciated, a system (such as system 5) according tothe present invention generates a great deal of additional informationthat typically is not conventionally available. For instance, based onthe customer location information, such a system can generateinformation regarding the paths taken by individual users (e.g.,customers) within a site and/or regarding aggregate customer trafficdata at the site. This path and/or traffic information can then be used,e.g., for more-effective product placement, for directing the locationsof the robotic devices discussed above, and/or for enhancingcross-selling opportunities.

In certain embodiments a system 5 according to the present inventionmaintains an electronic record of each interaction between a user (e.g.,customer) 15 and an advisor (e.g., customer-service representative) 8,which is stored in its original format (e.g., audio) and/or in aprocessed form (e.g., using a speech-recognition algorithm to convertaudio into text for easier searching and other uses). Such informationcan, e.g., help manufacturers and wholesalers to better understand theirpotential customers and what needs, desires, questions and concernspotential customers might have in relation to their products which,e.g., in turn, can assist in better marketing and communications,generally, as well as helping to inform design decisions pertaining tofuture product models.

For example, in the retail setting, such information: (1) isqualitatively new because information is being generated at the point ofdecision-making and quantitatively much larger than what previously hasbeen available to retailers, distributors, manufacturers, etc.; and (2)can be used to guide a manufacturer's product development (e.g., byproviding greater insights as to what customers are looking for), toguide retail and manufacturer marketing (for similar reasons), and/or toguide retail inventory decisions (e.g., by facilitating predictions offuture demand). Accordingly, such user interaction information(regardless of the environment in which a system according to thepresent invention is used) preferably is stored in a database withincentral server 10 (e.g., the raw data, such as audio recordings ofconversations, and/or after processing, such as speech recognition,indexing, etc.), along with relevant circumstantial data (such as thedate and time of the interaction, the site at which the user 15 islocated, the specific location of the user 15 within that site duringthe interaction, personal characteristics of the user 15, etc.). Suchinformation subsequently can be mined, e.g., using existing techniquesin order to facilitate the making of a variety of different decisions.In the preferred embodiments of the retail context, the interactioninformation is linked with information about whether the customer 15ultimately decided to purchase the original product about which thequery originated, or another competing product, and then suchinformation subsequently is mined to determine, e.g., what factors arestatistically most relevant in various kinds of purchasing decision.

In the foregoing embodiments, the central server 10 controls and, insome cases, monitors the communications of individual users 15 throughthe system 5. As a result, a large database of useful information can begenerated in the process. Similarly, a local server 12 (when used) also(or instead) can be used to monitor such communications, therebyproviding similar information and capabilities to the owners oroperators of the site from which such users 15 are communicating.

As indicated above, in certain cases product manufacturers and/orwholesalers make available personnel to serve as customer-servicerepresentatives 8, thereby providing them with the ability to havedirect contact with their end customers, which would be very difficultor impossible to achieve one selling through conventionalbrick-and-mortar operations. That is, in reference to suppliers, asystem 5 according to the present invention often can provide the bestaspects of both online and brick-and-mortar sales, e.g., allowingcustomers to physically touch and see products they are consideringpurchasing, while also allowing the ultimate providers of those productswith the ability either (1) to directly interact with customers who needassistance or (2) at least to subsequently review electronic recordspertaining to those interactions.

A system according to the present invention can be configured to provideto the users 15 (e.g., customers) any degree of desired granularity, interms of the expertise of the advisor 8 that is assigned to anyparticular user 15. For instance, an advisor 8 who has special expertisein the particular product (or other item) at issue might be assigned.Alternatively, an advisor 8 who has good expertise in a category thatincludes that particular item (but not necessarily special expertisewith respect to the particular item) might be assigned. Moreover,depending on the particular embodiment, this decision is (1) made at thesystem level, (2) with input from the user 15 (e.g., depending uponwhether the user 15 wants specific advice regarding a particular item ormore general advice regarding that item and other similar or relateditems), or (3) any combination of the two.

Thus, a system according to the present invention provides benefits bothto individual users (e.g., customers) 15 and to the entities thatoperate retail shopping sites and other types of facilities. Within theretail context, customers 15 can be provided with significantly greaterresources than are possible when conventionally shopping withinbrick-and-mortar stores. Not only is it possible to obtain a largeramount of information using a system according to the present invention,but in certain embodiments of the invention customers 15 have theability to electronically purchase items that are not even carried bythe particular store in which they currently are located (e.g., forlater delivery to their homes, or for subsequent pickup in the samestore or a different one). In this regard, retailers using a systemaccording to the present invention can begin to think of their physicalsites more as showrooms (e.g., with limited inventory) for customers tophysically inspect products before purchasing them. With the addedflexibility that is possible with such a system, some of their customers(e.g., after communicating with customers in other stores, as discussedabove) ultimately might decide to purchase another product that thestore in which they currently are located does not carry. By using asystem according to the present invention and establishing relationshipswith online retailers, or maintaining warehouses with a greater varietyof products, the operator of a physical retail shopping site can be morelikely to ensure that their customers have many more options to purchaseand, therefore, sales are not lost. At the same time, the owners of thephysical site can profit from such additional transactions. For example,through an agreement with an online retailer, the owner of a physicalretail shopping site can obtain a sales commission for any productspurchased by its in-store customers through the system 5 from suchthird-party vendor. Also, a system according to the present inventioncan provide other sources of revenue, efficiencies and cost savings. Forinstance, using information from previous customer interactions throughthe system 5, the brick-and-mortar store can continuously adjust itsproduct inventory in an attempt to better provide the specific productsthat its customers wish to purchase.

In other words, rather than performing its traditional role, a system 5according to the present invention can help retailers to transition tomore of a gatekeeper role, in which some physical items are carried onhand (in some cases just samples or with just a small amount of physicalinventory for immediate purchase) and other items and information areavailable through the system 5. Functioning within this role, a physicalretailer has the potential to obtain additional profit sources beyondthe markup received for sales of physical products within its currentstock. For example, such a retailer can collect fees from: (1)manufacturers, wholesalers and/or distributors who essentially want toestablish a virtual presence (e.g., as advisors 8) within retailer'sphysical site(s) (e.g., stores), so that they have direct access totheir actual and potential customers at the point of decision-making;(2) other retailers (e.g., as sales commissions and/or as monthly feesfor the privilege of being represented within the system 5) from whomthe subject retailer's customers purchase products and/or servicesthrough the system 5 while within such retailer's physical site; and/or(3) for sales of information generated from the customer interactionsthrough the system 5 (e.g., so that others can have better informationabout individuals' thought processes when considering a particularpurchase).

Also, in addition to establishing relationships with sellers of productsthat compete with products sold by a particular retailer, that retailercan establish relationships with sellers of compatible products and/orservices, e.g., for the purposes of (1) providing their customers witheven better advice and/or (2) cross-selling its customers who might alsowant or need such compatible products and/or services in addition to theparticular product he or she is considering. More specifically, forexample, a store that sells hardware or home-improvement items might useadvisors 8 provided by a contractor firm. Similarly, a services firm(e.g., a computer consultant) might employ a system according to thepresent invention, using advisors 8 provided by sellers of relatedphysical products (e.g., computer hardware).

In the foregoing embodiments, most of the processing is performed by thecentral server 10. A benefit of this configuration is that a singlecentral server 10 can provide advisors 8 (e.g., customer-servicerepresentatives) for multiple different sites (e.g., retail shoppinglocations). However, in alternate embodiments, any or all of theprocessing previously described as being performed by central server 10instead could be performed by local server 12, e.g., where theindividual site wants to have greater control over the interactionsinvolving its own users (e.g., customers) and/or the resultinginformation about those interactions or where it simply is desirable tooffload some of the processing from central server 10.

Inmost of the embodiments discussed above, a system according to thepresent invention is deployed for use within “stores” or “shoppingsites”. Those terms, unless expressly qualified otherwise with regard toany particular usage herein, are intended to be construed broadly toencompass any commercial locations where sales-related activities takeplace. Currently, most stores and shopping sites are places wherecustomers purchase items and then leave with their purchases. However,to some extent currently, and even more especially as stores and retailshopping sites evolve over time, e.g., due at least in part to futureimplementations of systems according to the present invention, suchfacilities can function more like, or even exclusively as, showrooms,e.g., with any combination of (1) physical product samples and (2)virtual exhibitions (such as on high-definition screens and/orthree-dimensional or other virtual-reality presentations) of products,and with the customers sometimes (e.g., frequently, a majority of thetime, or even always) just placing orders within such stores and retailshopping sites for later pickup at the same site or for delivery totheir homes or other locations. Accordingly, any use of the term “store”or “shopping site” without further limitation herein also is intended toinclude, without limitation, these types of facilities. Also, althoughthe present disclosure mainly focuses on retail sales, a systemaccording to the present invention can be deployed in a facility thatfocuses on wholesale, industrial, commercial, professional,construction, contractor, or other types of sales.

System Environment.

Generally speaking, except where clearly indicated otherwise, all of thesystems, methods, functionality and techniques described herein can bepracticed with the use of one or more programmable general-purposecomputing devices. Such devices (e.g., including any of the electronicdevices mentioned herein) typically will include, for example, at leastsome of the following components coupled to each other, e.g., via acommon bus: (1) one or more central processing units (CPUs); (2)read-only memory (ROM); (3) random access memory (RAM); (4) otherintegrated or attached storage devices; (5) input/output software andcircuitry for interfacing with other devices (e.g., using a hardwiredconnection, such as a serial port, a parallel port, a USB connection ora FireWire connection, or using a wireless protocol, such asradio-frequency identification (RFID), any other near-fieldcommunication (NFC) protocol, Bluetooth or a 802.11 protocol); (6)software and circuitry for connecting to one or more networks, e.g.,using a hardwired connection such as an Ethernet card or a wirelessprotocol, such as code division multiple access (CDMA), global systemfor mobile communications (GSM), Bluetooth, a 802.11 protocol, or anyother cellular-based or non-cellular-based system, which networks, inturn, in many embodiments of the invention, connect to the Internet orto any other networks; (7) a display (such as a cathode ray tubedisplay, a liquid crystal display, an organic light-emitting display, apolymeric light-emitting display or any other thin-film display); (8)other output devices (such as one or more speakers, a headphone set, alaser or other light projector and/or a printer); (9) one or more inputdevices (such as a mouse, one or more physical switches or variablecontrols, a touchpad, tablet, touch-sensitive display or other pointingdevice, a keyboard, a keypad, a microphone and/or a camera or scanner);(10) a mass storage unit (such as a hard disk drive or a solid-statedrive); (11) a real-time clock; (12) a removable storage read/writedevice (such as a flash drive, any other portable drive that utilizessemiconductor memory, a magnetic disk, a magnetic tape, an opto-magneticdisk, an optical disk, or the like); and/or (13) a modem (e.g., forsending faxes or for connecting to the Internet or to any other computernetwork). In operation, the process steps to implement the above methodsand functionality, to the extent performed by such a general-purposecomputer, typically initially are stored in mass storage (e.g., a harddisk or solid-state drive), are downloaded into RAM, and then areexecuted by the CPU out of RAM. However, in some cases the process stepsinitially are stored in RAM or ROM and/or are directly executed out ofmass storage.

Suitable general-purpose programmable devices for use in implementingthe present invention may be obtained from various vendors. In thevarious embodiments, different types of devices are used depending uponthe size and complexity of the tasks. Such devices can include, e.g.,mainframe computers, multiprocessor computers, one or more server boxes,workstations, personal (e.g., desktop, laptop, tablet or slate)computers and/or even smaller computers, such as personal digitalassistants (PDAs), wireless telephones (e.g., smartphones) or any otherprogrammable appliance or device, whether stand-alone, hard-wired into anetwork or wirelessly connected to a network.

In addition, although general-purpose programmable devices have beendescribed above, in alternate embodiments one or more special-purposeprocessors or computers instead (or in addition) are used. In general,it should be noted that, except as expressly noted otherwise, any of thefunctionality described above can be implemented by a general-purposeprocessor executing software and/or firmware, by dedicated (e.g.,logic-based) hardware, or any combination of these approaches, with theparticular implementation being selected based on known engineeringtradeoffs. More specifically, where any process and/or functionalitydescribed above is implemented in a fixed, predetermined and/or logicalmanner, it can be accomplished by a processor executing programming(e.g., software or firmware), an appropriate arrangement of logiccomponents (hardware), or any combination of the two, as will be readilyappreciated by those skilled in the art. In other words, it iswell-understood how to convert logical and/or arithmetic operations intoinstructions for performing such operations within a processor and/orinto logic gate configurations for performing such operations; in fact,compilers typically are available for both kinds of conversions.

It should be understood that the present invention also relates tomachine-readable tangible (or non-transitory) media on which are storedsoftware or firmware program instructions (i.e., computer-executableprocess instructions) for performing the methods and functionality ofthis invention. Such media include, by way of example, magnetic disks,magnetic tape, optically readable media such as CDs and DVDs, orsemiconductor memory such as various types of memory cards, USB flashmemory devices, solid-state drives, etc. In each case, the medium maytake the form of a portable item such as a miniature disk drive or asmall disk, diskette, cassette, cartridge, card, stick etc., or it maytake the form of a relatively larger or less-mobile item such as a harddisk drive, ROM or RAM provided in a computer or other device. As usedherein, unless clearly noted otherwise, references tocomputer-executable process steps stored on a computer-readable ormachine-readable medium are intended to encompass situations in whichsuch process steps are stored on a single medium, as well as situationsin which such process steps are stored across multiple media.

The foregoing description primarily emphasizes electronic computers anddevices. However, it should be understood that any other computing orother type of device instead may be used, such as a device utilizing anycombination of electronic, optical, biological and chemical processingthat is capable of performing basic logical and/or arithmeticoperations.

In addition, where the present disclosure refers to a processor,computer, server, server device, computer-readable medium or otherstorage device, client device, or any other kind of apparatus or device,such references should be understood as encompassing the use of pluralsuch processors, computers, servers, server devices, computer-readablemedia or other storage devices, client devices, or any other suchapparatuses or devices, except to the extent clearly indicatedotherwise. For instance, a server generally can (and often will) beimplemented using a single device or a cluster of server devices (eitherlocal or geographically dispersed), e.g., with appropriate loadbalancing. Similarly, a server device and a client device often willcooperate in executing the process steps of a complete method, e.g.,with each such device having its own storage device(s) storing a portionof such process steps and its own processor(s) executing those processsteps.

As used herein, the term “coupled”, or any other form of the word, isintended to mean either directly connected or connected through one ormore other elements or processing blocks. In the drawings and/or thediscussions of them, where individual steps, modules or processingblocks are shown and/or discussed as being directly connected to eachother, such connections should be understood as couplings, which mayinclude additional elements and/or processing blocks.

Additional Considerations.

In the preceding discussion, the terms “operators”, “operations”,“functions” and similar terms refer to process steps or hardwarecomponents, depending upon the particular implementation/embodiment.

In the event of any conflict or inconsistency between the disclosureexplicitly set forth herein or in the attached drawings, on the onehand, and any materials incorporated by reference herein, on the other,the present disclosure shall take precedence. In the event of anyconflict or inconsistency between the disclosures of any applications orpatents incorporated by reference herein, the disclosure having the mostrecent priority date shall take precedence.

Unless clearly indicated to the contrary, words such as “optimal”,“optimize”, “maximize”, “minimize”, “best”, as well as similar words andother words and suffixes denoting comparison, in the above discussionare not used in their absolute sense. Instead, such terms ordinarily areintended to be understood in light of any other potential constraints,such as user-specified constraints and objectives, as well as cost andprocessing or manufacturing constraints.

In certain instances, the foregoing description refers to clicking ordouble-clicking on user-interface buttons (typically in reference todesktop computers or laptops), touching icons (typically in reference todevices with touchscreens), dragging user-interface items, or otherwiseentering commands or information via a particular user-interface elementor mechanism and/or in a particular manner. All of such references areintended to be exemplary only, it being understood that each suchreference, as well as each other aspect of the present invention as awhole, encompasses designation or entry of commands or information by auser in any of the ways mentioned herein or in any other known manner,using the same or any other user-interface element or mechanism, withdifferent entry methods and different user-interface elements being mostappropriate for different types of devices and/or in differentsituations. In addition, or instead, any and all references to inputtingcommands or information should be understood to encompass input by anautomated (e.g., computer-executed) process.

In the above discussion, certain methods are explained by breaking themdown into steps listed in a particular order. However, it should benoted that in each such case, except to the extent clearly indicated tothe contrary or mandated by practical considerations (such as where theresults from one step are necessary to perform another), the indicatedorder is not critical but, instead, that the described steps can bereordered and/or two or more of such steps can be performedconcurrently.

References herein to a “criterion”, “multiple criteria”, “condition”,“conditions” or similar words which are intended to trigger, limit,filter or otherwise affect processing steps, other actions, the subjectsof processing steps or actions, or any other activity or data, areintended to mean “one or more”, irrespective of whether the singular orthe plural form has been used. For instance, any criterion or conditioncan include any combination (e.g., Boolean combination) of actions,events and/or occurrences (i.e., a multi-part criterion or condition).

Similarly, in the discussion above, functionality sometimes is ascribedto a particular module or component. However, functionality generallymay be redistributed as desired among any different modules orcomponents, in some cases completely obviating the need for a particularcomponent or module and/or requiring the addition of new components ormodules. The precise distribution of functionality preferably is madeaccording to known engineering tradeoffs, with reference to the specificembodiment of the invention, as will be understood by those skilled inthe art.

In the discussions above, the words “include”, “includes”, “including”,and all other forms of the word should not be understood as limiting,but rather any specific items following such words should be understoodas being merely exemplary.

Several different embodiments of the present invention are describedabove and in the documents incorporated by reference herein, with eachsuch embodiment described as including certain features. However, it isintended that the features described in connection with the discussionof any single embodiment are not limited to that embodiment but may beincluded and/or arranged in various combinations in any of the otherembodiments as well, as will be understood by those skilled in the art.

Thus, although the present invention has been described in detail withregard to the exemplary embodiments thereof and accompanying drawings,it should be apparent to those skilled in the art that variousadaptations and modifications of the present invention may beaccomplished without departing from the intent and the scope of theinvention. Accordingly, the invention is not limited to the preciseembodiments shown in the drawings and described above. Rather, it isintended that all such variations not departing from the intent of theinvention are to be considered as within the scope thereof as limitedsolely by the claims appended hereto.

What is claimed is:
 1. A system for providing remote location-basedcustomer service for in-store customers, comprising: (a) a centralserver that maintains a site database; (b) a plurality of wirelesstransceivers coupled to said central server and disposed at differentlocations within each of a plurality of different retail shopping sites;(c) a plurality of handheld wireless devices, carried by customers atsaid retail shopping sites and in wireless communication with saidwireless transceivers; and (d) a customer-service device, coupled to thecentral server and used by a centrally located customer-servicerepresentative, wherein the site database includes, for each particularwireless transceiver among said plurality of wireless transceivers,information regarding products within a communication range of saidparticular wireless transceiver, wherein each of said handheld wirelessdevices is configured with a user interface that allows a customer todesignate a user-interface element to request a customer-servicesession, wherein upon designation of the user-interface element on anyone of said handheld wireless devices, while said one of the handheldwireless devices is in wireless communication with any one of saidwireless transceivers within a given site from among said plurality ofdifferent retail shopping sites, the request is forwarded to the centralserver, along with transceiver information that comprises at least oneof an identifier for or a location of said one of the wirelesstransceivers, wherein upon receipt of said request, the central serverestablishes a two-way real-time communication link between said one ofthe handheld wireless devices and said customer-service representative,and wherein the transceiver information received by the central serveris used to reference the site database and thereby provide informationregarding said given site from the site database to saidcustomer-service representative through said customer-service device. 2.A system according to claim 1, wherein the user interface permits acustomer: (i) to request a customer-service interaction generallypertaining to the retail shopping site within which the customer islocated and, separately, (ii) to request a customer-service interactionpertaining only to a particular section of said retail shopping site inwhich the customer currently is located.
 3. A system according to claim2, wherein said particular section of the retail shopping sitecorresponds to an area covered by said one of the wireless transceivers.4. A system according to claim 1, wherein each of a majority of saidwireless transceivers has an unobstructed effective wireless range ofnot more than 25 feet.
 5. A system according to claim 1, wherein a totalarea covered by each of a majority of said wireless transceivers is notmore than 850 square feet.
 6. A system according to claim 1, whereineach of a majority of the wireless transceivers within a given retailshopping site has an effective wireless range that is confined to asingle shopping aisle within said given retail shopping site.
 7. Asystem according to claim 1, wherein the two-way real-time communicationlink comprises real-time audio communication.
 8. A system according toclaim 7, wherein the user interface also permits the customer (a) tocapture at least one of video or still images and (b) to transferinformation obtained from said capture to the customer-servicerepresentative.
 9. A system according to claim 8, wherein the userinterface permits said transfer to occur during said two-way real-timeaudio communication.
 10. A system according to claim 8, wherein the userinterface permits said transfer to occur upon initiation of said two-wayreal-time audio communication link.
 11. A system according to claim 1,wherein the customer-service representative has been designated as aspecialist in a particular subject matter and has been selected based ona determination that the customer is located in a section of one of theretail shopping sites, said section including products pertaining tosaid particular subject matter.
 12. A system according to claim 11,wherein based on said specialist designation, customer-service requestsfrom a plurality of sections within different geographically dispersedones of the retail shopping sites are directed to said customer-servicerepresentative, each of said plurality of sections including productspertaining to said particular subject matter.
 13. A system according toclaim 1, wherein said wireless transceivers are coupled to said centralserver via a wide-area network.
 14. A system according to claim 1,wherein the central server selects the customer-service representativebased on expertise ratings previously assigned to said customer-servicerepresentative.
 15. A system according to claim 14, wherein the centralserver assigns an overall score based on the expertise ratingspreviously assigned to said customer-service representative for itemswithin an area covered by said one of the wireless transceivers andselects the customer-service representative based on said overall score.16. A system according to claim 15, wherein the central server assignsan overall score to each of a plurality of potential customer-servicerepresentatives based on the expertise ratings previously assigned tosaid potential customer-service representatives for items within thearea covered by said one of the wireless transceivers and selects thecustomer-service representative based on a comparison of said overallscores for said plurality of potential customer-service representatives.17. A system according to claim 1, wherein said information regardingsaid given site that is provided through said customer-service devicecomprises a map showing the layout of said given site, together with anindication of where said customer currently is located within said givensite.
 18. A system according to claim 17, wherein said map also includesan indication of where a searched-for product is located within saidgiven site.
 19. A system according to claim 1, wherein said informationregarding said given site that is provided through said customer-servicedevice comprises a user interface for transferring said two-wayreal-time communication link to a second customer-service representativewho has expertise in at least one of a specified product, product typeor product category.
 20. A system according to claim 1, wherein saidinformation regarding said given site comprises information regarding atleast one product in the immediate vicinity of the customer.
 21. Asystem according to claim 1, wherein plural of said wirelesstransceivers include light sources for transmitting the messages of saidwireless transceivers.
 22. A system according to claim 21, wherein saidlight sources are light-emitting diodes.
 23. A system according to claim1, wherein the wireless transceivers within one of the retail shoppingsites are coordinated with each other to provide for handoffs betweensaid wireless transceivers as said customers move from a first spacecovered by a first one of said wireless transceivers to a second spacecovered by a second one of said wireless transceivers.
 24. A systemaccording to claim 1, wherein in a situation when areas covered bydifferent wireless transceivers overlap, multiplexing is used todistinguish first communications from a first one of said wirelesstransceivers from second communications from a second one of saidwireless transceivers.